Just in time CX

Over the last decade, I've continued to develop a CX framework and methodology that unites internal teams, executive stakeholders, agencie and operations to deliver engaging experiences that are profitable for, both, brands and customers.

I love talking to anyone from developers, corporate executives, entrepreneurs to students who want to share their CX experiences. 

Wading through the vast landscape of blogs just to find the best ones talking about customer experience is not exactly a CX experience I’d ecommend. So, to help you in the search for CX how-tos, strategy and philosophy I’ve compiled this set of resources.

These are blogs I most often read to keep up with best practices in achieving customer satisfaction, improving customer service, and increasing customer engagement. Your mileage may vary.

Brian Solis is a thought leader in the use of social media in marketing and is a sought-after speaker in the relationship between technology and people. In addition to his blog, which features his webcast, Brian shares his insight in an online video series on YouTube.

“Once upon a time, brands and agencies set out to tell the most engaging, transparent and shareable stories the world had ever seen. Little did they know, the audience would become storytellers in their own right.”

As you might expect, Forrester’s blog covers customer-facing trends with senior analysts offering data-driven perspectives on a variety of marketing topics, including customer experience. When it comes to CX, many still missout on Forrester’s top not content, industry leading thinking and innovative takes on CX. If you only follow one team exploring CX – Forrester might be it.

“Healthcare leaders should prepare now for the future to look very different. This is great news for customers who have been stuck with digital experiences that look like they belong in the early millennium and costs that continue to escalate.”

Brandwatch offers social media analytics software for many well-known global brands. While the blog often touts the company’s solutions, the content goes beyond a sales pitch, often with an entertaining and educational spin on CX, Social, Data and Analytics. The nice thing about Brandwatch is that they are “doers” and “makers” of the modern internat landscape and few others offer the “hands on” insight that they do.

“Aligning multiple personas, segments and experiences needs a smart blueprint.This often means starting with a workshop to gather cross-functional teams and stakeholders to align around a common view of the consumer.”

Bruce Temkin calls himself a “customer experience transformist” with a goal of showing businesses how to improve their results by changing the ways they deal with customers. His blog has a wealth of research-supported information, often accompanied by useful infographics.

ForeSee specializes in voice of customer (VOC) solutions that measure and improve CX. The blog is often focused on the company’s methodology and analytics, but the insights are broad enough to be of use to any CX professional.

“Many people think about a pleasing look-and-feel and pretty pictures when they think of design. While important, those things are not what defines a great design. At the heart of every great UX design is a relentless focus on the user.”

With a methodology based on years of Disney success, the Disney Institute works with companies that want to make positive transformation in the areas of employee culture, leadership, and customer experience. The blog covers all three of those areas, but the insights from Disney on CX are worth a bit of extra digging.

“In our experience, the best way for companies to create emotional connections with their customers is by ensuring that every interaction delights them. To do that, you need more than great products – you need motivated, empowered people at the front line.”